Heath Suddleson
Instructor Heath Suddleson
Product Id 601486
Duration 90 Minutes
Version Recorded
Original Price $295
Special Offer Price $10
Refund Policy
Access recorded version only for one participant; unlimited viewing for 6 months

Managing Client Expectations Without Losing Your Shirt or the Next Job


This course will help participants examine issues on the project from multiple viewpoints. While a General Contractor certainly has one perspective on the project, so too do the Owner, Architect/Engineer, Subcontractors, and other Stakeholders. By learning to present issues in the right framework we decrease adversarial behaviors on the project and increase the likelihood that our proposals for additional work will be accepted.

Participants will also learn to negotiate better terms and conditions before contracts are awarded. The clients have a belief that everything is free on bid day, but there are ways that Contractors can push back and still get the work. Just like change orders can be issued after work is awarded to add project requirements, change orders can be used to lessen onerous project requirements as well. Many times this can be done without having to give back money. If your clients are causing you to spend a lot of time on efforts that are not implemented, and worse not paid for, then you need this course to learn how to minimize those occurrences.

This course is about learning to manage the relationship in a positive way to get what you need. This course is also about learning the right ways to add value that will have a positive impact on your client, and a positive impact on your cash flow. Many of these changes cost you nothing to provide, and some might even cost you less than what you currently do. Satisfied clients are more likely to hire you again through negotiated contracts that allow you to command a higher fee and lower risk. Satisfied clients are also more likely to refer you to other owners where you can still negotiate contracts rather than risk it all in low bid shoot-outs.

Why should you Attend: Are you bidding jobs with no margin just to keep staff employed? Are changes after award causing you to lose even more money? If your clients are fighting you at every turn, then you need to take this course.

Our clients can be our biggest adversary, or our greatest ally. Much of that depends on how well your Project Manager manages that relationship. It is not enough to simply be a Project Manager. We must become Project Leaders. Much of this transformation comes from the use of our attitude. Our attitudes are the most important tool in our toolbox. It costs us nothing to purchase, if we use it well it can gain us everything, and if we use it poorly it can cost us everything. How we use it is up to us. Participants will learn how to get the most from their project team by focusing on key attitude changes.

These soft skills translate to hard dollars lost. Projects are not profitable when the Project Managers do battle daily with your clients. Projects are also not profitable when Project Mangers simply give away a lot of small changes for no consideration. There is a way to manage the relationship and the client so that everyone wins. Learn how to keep your costs lower by not performing unnecessary work. Learn how to increase your revenue for work you do perform. Learn how to make your clients so happy that you don’t bid jobs, you negotiate them.

Areas Covered in the Session:

  • How to anticipate client needs and expectations
  • How to redefine expectations to lower your risk
  • How to clarify expectations and get buy in
  • How to stop client interference in your work processes
  • How to substitute value propositions to keep more profit
  • How to satisfy clients so that they want you back for the next job

Who Will Benefit:
  • Project Managers
  • Assistant Project Managers
  • Project Directors
  • Program Managers
  • Project Executives

Speaker Profile
Heath Suddleson has more than 25 years managing projects in the design and construction industry where he has led teams in managing billions of dollars worth of projects. In these roles, Heath has served as the Contractor, the Architect/Engineer, and even represented the Owner.

He learned some of his most profound lessons by serving in volunteer leadership roles in organizations such as the American Legion, the Association for the Advancement of Cost Engineering, and Toastmasters International. In his work with Toastmasters International, Heath served roles from local clubs through many levels in the organization, even having served from 2009-2011 on the Toastmasters International Board of Directors. Most recently, Heath worked in a corporate role for one of the world’s largest Engineering and Construction Companies developing and conducting training programs to help the next generation of Project Managers become more successful in their roles.

His bestselling book, The Attitude Check: Lessons In Leadership has become a practical field guide for leaders to harness their attitudes to increase productivity and reduce turnover in the work place. Some organizations have incorporated his book into their standard training programs. He has been featured in many publications on the topic of how to engage teams, including Engineering News Record, CFO Magazine, Bloomberg Business, and Fast Company. Heath has presented to audiences all over the world who have included Bechtel Corporation, AECOM, Skanska, The Project Management Institute, The Association for the Advancement of Cost Engineering, and the Construction Specifications Institute.

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